Handle global expatriate transactional requests and information queries received from employees, Local HR, HR Business Partners and line managers via web forms, email and telephone.
Execute specific global transactional processes for Shell expatriates, such as immigration and housing authorizations, employment verification requests, personal details change, payroll reconciliation, Master Data Update activation, batch uploads, and travel cases under the supervision of an approved buddy
Act as telephony focals to assist in retrieving voicemails from expats
Assist other advisors in case management particularly in creating multiple case creation and / or efiling improvements
Assist performance focals in their various tasks particularly with data collation and VM board management
Assist Financial Controls Manual (FCM) focals in their task to perform procedural checks on confirmed cases
Assist team focals in coordinating learning sessions and team engagements / events
Liaise with other HR partners and stakeholders, as required in order to resolve cases.
Manage cases according to established ways of working, including case logging in Sales Force, efiling, management of work in progress and keeping customers informed, meeting established KPIs and SLAs, escalating complex issues and working with other parties as required
Share best practices within the team and drive continues improvement in service delivery through participation in improvement initiatives.
Adhere to the Global Approval Matrix (GAM) and Financial Control Manual (implementing all established financial controls in daily work) & Data Privacy rules, including reporting all FCM & Data Privacy breaches.
Good policy understanding to deliver process as designed
Dealing with constant and demanding workload
Customer focus in a culturally diverse environment
Dealing with global scope of expat processes
Job Knowledge, Skills, Experience
Educated to a degree level
Fluent English (minimum C1)
Strong attention to detail and accurate execution
Ability to organize and prioritize workload
Cultural awareness and to handle conversations with people from different backgrounds
Previous experience in Shared Services environment is advantageous
Experience in customer service is advantageous
Strong IT skills (SAP & Microsoft Office) is advantageous
Start Something Remarkable
Shell Business Operations (SBO) Manila is focused on driving excellent corporate performance in Finance, Human Resource, Customer Service, Order-to-Delivery, and Contracting and Procurement.
We enable Shell to operate in a global-competitive and ever-changing business environment.
A career in Shell will offer you remarkable opportunities for growth, true experience across different business areas and the tools you need to discover and develop your skills within the energy industry.
We’re looking for qualified individuals with the drive to create significant business impact, as well as to collaborate with a team of professionals with diverse backgrounds.
If you are a great team player, possess superior communication skills and problem solving abilities, join us and see the impact that you can make across our global business.
Please note : We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date.
Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Royal Dutch / Shell Group companies around the world.
The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell.
Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand.
Shell is an Equal Opportunity Employer.